How Unified Communication Improves the Customer and Employee Experience

Lack of proper communication is excruciating, especially when it happens at work. Statistics reveal that more than 70 percent of staff often feel that they have been excluded from company news and information. Are you also suffering from miscommunication at your company? Take a moment and think about all the problems you may have to face because of a communication gap – it negatively affects workplace collaboration and results in unhappy customers and employees.

Miscommunication can be more pragmatic if it happens between your customers and employees. Disappointing customers can encourage them to switch from your customers to your competitors. Appropriate channels of communication can be a great way to maintain customer satisfaction.

Complications with managing in-house and external communication are often the problem caused by trying to manage multiple channels. A great way to maintain effective communication with customers and employees is by adopting unified communication through customer data management software. Let’s get our definitions in line before we dive into how unified communication improves with customer data management systems.

Unified Communications, Defined

The notion of unified communications involves the union of communication channels inside a single management platform. It often includes voice calling, video conferencing, project management, etc. Unified communication can quickly integrate with other office processes to further streamline operations.

Unified communication with customer database management systems is utilized in every industry across the economy. They are employed in the cloud contact center for drop shopping, delivery and tracking, and health services, to name a few. A customer database management software is most useful for organizations that work with multiple communication channels and always need unceasing real-time communications.

Now let’s look at how unified communication and customer database management systems help enhance customer and employee experiences.

Better Communication Monitoring

Problems and mistakes from working with too many communication channels happen all the time. Naturally, these communication problems result in discord in a team. If you are correctly implementing your unified communication strategy, you can think about delivering and receiving quality

communication from your customers and employees. This means queries and messages are sent or received across multiple channels quickly with the help of customer database management software. It is crucial to maintain and monitor unified communication through customer contact database software.

One helpful way to optimize unified communication is to optimize call monitoring for better customer support during video conferencing. It will help if you put guidelines to let employees know how an employee should use a video conferencing mode. You can consider the following steps:

– Noiseless background

– Proper lighting

– The quality of the equipment should be good

– The Internet should function swiftly and properly

– Usage of high video quality equipment

Video conferencing is fast emerging as one of the most crucial elements of unified communication. It’s essential to know how your company is utilizing this channel. Since most of your customers will have a smartphone with video calling capabilities.

Build up employee and customer relationships via collaboration

A business works efficiently due to a progressive collaboration between employees and how they interact with customers. Cultivating collaboration between employees can make your business more productive and increase your profits in no time. In the meantime, any enhancement in customer service has a greater chance of increasing customer retention.

Unified communication through customer database management software effectively simplifies the interaction between employees and stakeholders. A study by Fierce Inc. suggested that almost 80 percent of employees blamed ineffective communications methods for workplace failure and inadequate collaboration with customers.

Simply put, you’ll find all the industry leaders focusing on connection and communication needs. Unified communication through a customer database management system like Talygen is a successful medium for such connections. It’ll open the door for collaboration, and with the help of Talygen, your employees

will begin to feel that they are part of a big team with a shared objective. A company that encourages collaborations inspires innovation and growth.